Cinch
For managers

The GM’s playbook.

The daily and weekly rhythm of running a club on Cinch. Schedules, instructors, retention, billing recovery — everything you touch.

Last updated May 14, 2026·By the Cinch team

Daily flow (Mon–Sun)

  1. 1
    Open the admin dashboard
    /adminshows today’s schedule, anyone who’s checked in, the AI concierge queue, and any flagged exceptions (declined cards, instructor no-shows, member complaints from the chat).
  2. 2
    Review the exception queue
    Anything red gets handled first. Failed payments, instructor substitutions needed, member-flagged complaints — Cinch surfaces them in order of urgency.
  3. 3
    Spot-check today's classes
    /admin/scheduleshows today’s class roster and waitlist depth. If a class is under-booked you can promote it via push notification in 2 taps.
  4. 4
    Triage the AI chat transcripts
    Look for any thread where the AI handed off to a human. Reply to those personally — they’re your highest-value interventions.

Weekly retention work

Pull the at-risk list

On Monday morning open the “At-risk members” view. Anyone with no visits in 30+ days but still paying. Cinch ranks them by likelihood-of-cancel using prior visit cadence.

Personalized outreach (not blast email)

The AI can draft a personalized note for each at-risk member referencing their actual last visit and favorite class. Review, adjust, send. Five minutes of GM time per member, double-digit % of saves.

If they don't reply
A 7-day silence after the outreach gets a second touch: short, no ask, just “hey, thinking of you, here’s a guest pass.” Cinch will queue this automatically if you enable the at-risk workflow.

Schedule management

The schedule editor at /admin/schedule handles classes, tee times, court reservations, and amenity windows in one calendar grid. Common workflows:

  • Add a one-off class — click any empty slot, fill the form, save. Members are notified within 30s.
  • Cancel a class — long-press the slot, select cancel + auto-refund. Cinch handles member comms, refunds, and credit-to-membership where appropriate.
  • Substitute an instructor — pick the slot, change the instructor. Members who care (frequent attendees of the original instructor) get a heads-up; new attendees just see the updated name.
  • Bulk recurring changes — switch all Friday 6am yoga from instructor A to instructor B for the month? Three clicks.

Billing recovery

Cards decline. Cinch’s recovery flow handles 90% of failed payments without you lifting a finger:

  • Auto-retry on a smart cadence (day 1, 3, 7, 14)
  • Card-update email to the member with a self-serve link
  • SMS reminder on day 7 if email goes unread
  • Escalation to your front desk on day 14 if still failing

The 10% that need human intervention show up in your exception queue. Most are members whose cards were stolen/replaced — a 30-second text from you closes the loop.

When to pause vs cancel
A member with a failed card who has 4 weeks of consistent visit history is a “pause and follow up” — they want to be here. A failed card on someone who hasn’t visited in 60 days is a graceful cancel. Cinch flags both differently.
Keep reading
For front-desk staff
What to delegate down.
For instructors
Class rosters and attendance.
Billing & payments
Failed-payment recovery in detail.
AI concierge
Hand off as much as possible.